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• Highlights 2022 Edition
• Title Page
• Copyright
• About the Authors
• Contents
• Preface
• Part I OPERATING AND ORGANIZING THE BUSINESS
• 1 IT GOVERNANCE: ALIGNING IT WITH THE BUSINESS
• § 1.01 Overview
• § 1.02 Legal Issues
• § 1.03 IT Governance Models
• § 1.04 IT Strategic Planning Process
• 2 BUSINESS PROCESS MANAGEMENT: DEFINING YOUR BUSINESS
• § 2.01 Overview
• § 2.02 Building Your BPM Program
• § 2.03 Process Analysis Tools
• § 2.04 Simplifying a Process
• 3 IT GOVERNANCE METRICS: MEASURING YOUR SUCCESS
• § 3.01 Overview
• § 3.02 Basics of IT Governance Metrics
• § 3.03 Data Collection
• § 3.04 Analyzing
• § 3.05 Reporting
• § 3.06 Managing a Governance Metrics Program
• 4 ITIL: MEETING THE NEEDS OF BUSINESS
• § 4.01 Overview
• § 4.02 ITIL’s Framework
• § 4.03 ITIL Service Operation
• § 4.04 ITIL Service Delivery
• § 4.05 ITIL Certification
• § 4.06 ITIL as an Official Standard
• § 4.07 Implementing ITIL
• 5 IT QUALITY MANAGEMENT: THE KEY TO PREDICTABLE RESULTS
• § 5.01 Overview
• § 5.02 Start with a Quality Management Plan
• § 5.03 Quality Assurance or Quality Control
• § 5.04 Continuous Improvement
• § 5.05 Major Quality Techniques
• 6 POLICIES AND PROCEDURES: SETTING THE FRAMEWORK
• § 6.01 Overview
• § 6.02 Organizing a Manual
• § 6.03 Setting the Standards for Responsibilities
• § 6.04 IT Policy Approval Process
• 7 BUSINESS IMPACT ANALYSIS: MEASURING RISK
• § 7.01 Overview
• § 7.02 Managing a Business Impact Analysis (BIA)
• § 7.03 BIA Data Collection Process
• § 7.04 Crunching the Data
• § 7.05 BIA Results and the IT Department
• § 7.06 Updates
• 8 BUSINESS CONTINUITY PLANNING: STAYING IN BUSINESS
• § 8.01 Overview
• § 8.02 Prepare to Plan
• § 8.03 Business Continuity Planning Basics
• § 8.04 Planning—The Next Step
• § 8.05 Writing a Plan
• § 8.06 Third-Party Plan Certification
• § 8.07 Sources of Additional Information
• 9 IT AUDITS: STAYING IN COMPLIANCE
• § 9.01 Overview
• § 9.02 IT Management Audit
• § 9.03 IT Legal Mandates and Records Retention
• § 9.04 Resource Management
• § 9.05 Programming Activities Control
• § 9.06 Computer Operations
• § 9.07 Data Networks
• § 9.08 Disaster Recovery/Contingency Planning
• § 9.09 Workstation Audit Issues
• § 9.10 Strategies for Acing an Audit
• 10 RISK MANAGEMENT: MANAGING THE UNEXPECTED
• § 10.01 Overview
• § 10.02 Risk Management Is a Process
• § 10.03 Why Risk Management Fails
• § 10.04 Business Continuity Planning as a Mitigation Technique
• § 10.05 Implementing IT Risk Management
• § 10.06 Process Resilience Through Risk Management
• Part II OVERSEEING AND DIRECTING PROJECTS AND PEOPLE
• 11 HUMAN RESOURCES: IT’S POOREST MANAGED ASSET
• § 11.01 Overview
• § 11.02 Recruiting, Reassignments, and Promotions
• § 11.03 New Employee Orientation
• § 11.04 Performance Review
• § 11.05 Employee Development
• § 11.06 Managing IT Training
• § 11.07 Employee Communications
• § 11.08 Employee Burnout
• § 11.09 IT Employee Productivity
• § 11.10 Nontraditional Working Arrangements
• 12 IT STAFFING: A ZERO-BASED APPROACH
• § 12.01 Overview
• § 12.02 How Many People Do You Need?
• § 12.03 What to Outsource?
• § 12.04 Staffing Minimization Techniques
• 13 VIRTUAL TEAMS: REMOTE CONTROL MANAGEMENT
• § 13.01 Overview
• § 13.02 The Virtual Company
• § 13.03 Becoming a Virtual Worker
• § 13.04 Virtual Workforce Strategy
• § 13.05 Leading a Virtual Team
• 14 REQUIREMENTS ANALYSIS: PLANNING FOR SUCCESS
• § 14.01 Overview
• § 14.02 Stakeholders Hold the Answers
• § 14.03 Describing a Requirement
• § 14.04 Assembling Specifications
• § 14.05 Stakeholders Interviews
• § 14.06 Validating Project Requirements
• § 14.07 IT Special Teams Round Out the Specs
• § 14.08 Modeling Your Requirements
• 15 PROJECT MANAGEMENT: GETTING IT OUT ON TIME
• § 15.01 Overview
• § 15.02 Project Management Fundamentals
• § 15.03 Important Elements of the Project Plan
• § 15.04 Executing the Project
• § 15.05 Project Closeout
• § 15.06 Rolling Wave Management
• § 15.07 Project Management Pitfalls
• 16 PROJECT MANAGEMENT OFFICE: OPTIMIZING THE ORGANIZATION
• § 16.01 Overview
• § 16.02 Project Management Office Responsibilities
• § 16.03 Managing the Project Portfolio
• § 16.04 Ensuring Project Management Quality
• 17 PROJECT PHASE REVIEWS: KEEPING EVERYTHING ON TRACK
• § 17.01 Overview
• § 17.02 Phase I—Business Case Phase Review
• § 17.03 Phase II—Planning Phase Review
• § 17.04 Phase III—Execution Phase Review
• § 17.05 Phase IV—Project Implementation Phase Review
• § 17.06 Phase V—Post Implementation Phase Review
• 18 SOFTWARE DEVELOPMENT: SOLID PRACTICES
• § 18.01 Overview
• § 18.02 Software Development Process
• § 18.03 Programming Methodologies
• § 18.04 Programming Conventions
• § 18.05 Software Acquisition
• § 18.06 Program Testing
• § 18.07 Software Deployment
• § 18.08 Program Maintenance
• 19 CUSTOMER SERVICE: MEETING EXPECTATIONS
• § 19.01 Overview
• § 19.02 What Is This ‘‘Thing’’ Called Customer Service?
• § 19.03 Components of IT Service Staffing
• § 19.04 Metrics—IT’s Measures of Success
• § 19.05 Why Use a Customer Survey?
• § 19.06 Translating Requirements into a Staff Level
• 20 SERVICE LEVEL AGREEMENTS: MANAGING EXPECTATIONS
• § 20.01 Overview
• § 20.02 Types of SLA
• § 20.03 Dimensions of an SLA
• § 20.04 Making Your SLA Work for You
• 21 CHANGE MANAGEMENT: KEEPING EVERYTHING UP TO DATE
• § 21.01 Overview
• § 21.02 Change Management Policy
• § 21.03 Patch Management Policy
• § 21.04 Patch Management Tools
• 22 THE INTERNET: MAKING IT PRODUCTIVE
• § 22.01 Overview
• § 22.02 Methods of Internet Access
• § 22.03 Internet Security
• § 22.04 Internet Usage
• § 22.05 Email Usage
• § 22.06 Owning and Operating a Web Site: Liability Concerns
• § 22.07 Acceptable Use Agreement
• 23 WEB 2.0: SUPPORTING COLLABORATION
• § 23.01 Overview
• § 23.02 Collaborating Using Web 2.0
• § 23.03 Social Networking
• § 23.04 Other Collaboration Tools
• 24 AGILE PROJECT MANAGEMENT: SOFTWARE AT THE SPEED OF BUSINESS
• § 24.01 Overview
• § 24.02 Cultivating an Agile Culture
• § 24.03 Agile Stories
• § 24.04 Agile Metrics
• § 24.05 The Agile Development Cycle
• § 24.06 Agile Frameworks
• § 24.07 Scaling Agile
• 25 DEVOPS: APPLICATIONS FROM START TO FINISH
• § 25.01 Overview
• § 25.02 DevOps Principles
• § 25.03 DevOps Practices
• § 25.04 DevOps Tools
• 26 VENDORS: GETTING THE GOODS
• § 26.01 Overview
• § 26.02 Vendor Management
• § 26.03 Play by the Rules
• § 26.04 Consulting and Temporary Personnel Services
• § 26.05 Requests for Proposal
• Part III MANAGING AND OPTIMIZING INFRASTRUCTURE
• 27 SERVICE DESK SUPPORT: HANDLING DAY-TO-DAY HASSLES
• § 27.01 Overview
• § 27.02 Role of the Service Desk
• § 27.03 Establishing a Service Desk
• § 27.04 The Proactive Service Desk
• § 27.05 The Service Desk in a Disaster
• 28 MANAGING IT ASSETS: IDENTIFY WHAT YOU HAVE
• § 28.01 Overview
• § 28.02 Lay the Groundwork
• § 28.03 Conducting the Inventory
• § 28.04 Software Asset Management
• § 28.05 Software Assets
• 29 MANAGING INNOVATION: CHOOSING THE RIGHT TOOL
• § 29.01 Overview
• § 29.02 Set the Foundation—An Asset Inventory
• § 29.03 Creating an Innovation Strategy
• § 29.04 Fostering a Climate for IT Innovation
• § 29.05 Proposing New Items
• § 29.06 Pitfalls
• 30 PERSONAL COMPUTERS: MANAGING USER DEVICES
• § 30.01 Overview
• § 30.02 PC Support Manager
• § 30.03 Acquisition Procedures
• § 30.04 Operations Procedures
• § 30.05 End-User Technical Support
• 31 END-USER SYSTEMS: DO-IT-YOURSELF COMPUTING
• § 31.01 Overview
• § 31.02 The Problems with End-User Computing
• § 31.03 Personal Computing vs. Corporate Computing
• § 31.04 Managing a Proactive End-User Computing Program
• § 31.05 End-User Policies
• 32 NETWORK MANAGEMENT
• § 32.01 Overview
• § 32.02 Data Network
• § 32.03 Digital Telephone
• § 32.04 Assessing Network Risks
• § 32.05 Network Security
• § 32.06 Controlling Network Access
• 33 INFORMATION SECURITY: ALL OF THE REST
• § 33.01 Overview
• § 33.02 Build/Enhance an Information Security Program
• § 33.03 Identify the Critical Assets
• § 33.04 How Much Risk Is Acceptable
• § 33.05 Apply Security Everywhere
• § 33.06 Incident Response Planning
• § 33.07 People Are the Problem
• § 33.08 Raise the Defenses
• § 33.09 Certifications
• 34 DATA BACKUPS: THE KEY TO A PROMPT RECOVERY
• § 34.01 Overview
• § 34.02 Data Recovery
• § 34.03 Data Backups—Major Responsibilities
• § 34.04 Designing for Backups
• § 34.05 Media Handling, Transportation, and Storage
• § 34.06 Workstation, Notebook PC, and Data Collection Station Backups
• § 34.07 Data Retention and Legal Mandates
• 35 OPEN SOURCE: MANAGING ISSUES
• § 35.01 Overview
• § 35.02 Consider All of the Costs
• § 35.03 Licensing
• § 35.04 Server Systems
• § 35.05 Applications Software
• § 35.06 Manage the Process
• 36 VIRTUALIZATION: OPTIMIZING RESOURCES
• § 36.01 Overview
• § 36.02 Server Virtualization
• § 36.03 Desktop Virtualization
• § 36.04 Application Virtualization
• § 36.05 Storage Virtualization
• 37 CLOUD COMPUTING: INFRASTRUCTURE ALTERNATIVES
• § 37.01 Overview
• § 37.02 Cloud Computing
• § 37.03 Disaster Recovery as a Service (DRaaS)
• § 37.04 Cloud Computing Vendor Selection Process
• § 37.05 Cloud Computing Vendor Management
• § 37.06 Fog Computing: The Edge of the Internet
• Part IV BUILDING AND SHARING KNOWLEDGE
• 38 DOCUMENTATION: GETTING EVERYONE ON THE SAME PAGE
• § 38.01 Overview
• § 38.02 Developing a Reference Documentation Policy
• § 38.03 Document Formats
• § 38.04 Document Management
• § 38.05 System Reference Instructions
• § 38.06 Project Documentation
• § 38.07 Systems Analysis Documentation
• § 38.08 Flowcharting Standards
• 39 DATA MANAGEMENT: TAKING CARE OF CORPORATE INFORMATION
• § 39.01 Overview
• § 39.02 Issues Relating to Data
• § 39.03 Access to Data
• § 39.04 Protecting Employee Data
• 40 BIG DATA: CAPTURING ALL OF YOUR DATA
• § 40.01 Overview
• § 40.02 Data Governance Strategy
• § 40.03 Business Intelligence
• § 40.04 Big Data
• 41 DOCUMENT MANAGEMENT: CAPTURING CORPORATE KNOWLEDGE
• § 41.01 Overview
• § 41.02 Capture and Storage
• § 41.03 Retrieval and Collaboration
• § 41.04 Printing and Archiving
• § 41.05 Designing a Solution
• 42 IT TRAINING: BUILDING THE RIGHT SKILLS
• § 42.01 Overview
• § 42.02 Training for Immediate Requirements
• § 42.03 Training the Crew
• § 42.04 Managing Training
• 43 PROTECTING THE COMPANY’S INTELLECTUAL PROPERTY
• § 43.01 Overview
• § 43.02 First Address the Basics
• § 43.03 Addressing a Security Breach
• § 43.04 Employee Education
• § 43.05 Evaluating Technical Solutions
• 44 GOVERNING THE INTERNET OF THINGS (IoT)
• § 44.01 Overview
• § 44.02 The Challenges of IoT
• § 44.03 Raise Your Defenses
• Appendix A DATA BREACH NOTIFICATION LAWS BY STATE
• Alabama
• Alaska
• Arizona
• Arkansas
• California
• Colorado
• Connecticut
• Delaware
• District of Columbia
• Florida
• Georgia
• Hawaii
• Idaho
• Illinois
• Indiana
• Iowa
• Kansas
• Kentucky
• Louisiana
• Maine
• Maryland
• Massachusetts
• Michigan
• Minnesota
• Mississippi
• Missouri
• Montana
• Nebraska
• Nevada
• New Hampshire
• New Jersey
• New Mexico
• New York
• North Carolina
• North Dakota
• Ohio
• Oklahoma
• Oregon
• Pennsylvania
• Rhode Island
• South Carolina
• South Dakota
• Tennessee
• Texas
• Utah
• Vermont
• Virginia
• Washington
• West Virginia
• Wisconsin
• Wyoming
• Guam
• Puerto Rico
• Virgin Islands
• Appendix B CASE SUMMARIES
• Glossary of IT Terms
• A
• B
• C
• D
• E
• F
• G
• H
• I
• J
• K
• L
• M
• N
• O
• P
• R
• S
• T
• U
• V
• W
• X
• Z